Ellis Mystery Shop Benchmark Program

Ellis Mystery Shop Benchmark Program

Ellis Mystery Shop Benchmark Program

At Ellis, we monitor and publish performance across our entire mystery shopping database and maintain a record of historical results for all Ellis Mystery Shops over time.

Benchmarks for the onsite mystery shop, virtual tour shop, and customer experience (through onsite mystery shops) are calculated independently as part of the Ellis Benchmark program and are published quarterly in the Ellis Mystery Shop and Resident Surveys letter, recognizing top performers in each program.

Ellis Benchmark Questions

  • Traditional – 10 objective industry benchmark questions
    • Set Appointment
    • Obtain a Telephone Number
    • Positive First Impression
    • Identifying Specific Needs
    • Discuss / Show Amenities
    • Show Clean Apartment
    • Sell Apartment Features & Benefits
    • Overcome Objections
    • Ask for a Deposit
    • Would the Prospect Lease
  • Customer Experience – 9 subjective questions based on 5- star rating
    • Impression of community amenities
    • Upkeep of common areas
    • Impression of leasing professional
    • Level of engagement by the leasing professional
    • Attempt to relate the home to prospect needs/interests
    • The way the home and community were presented
    • The thought of calling the community home
    • Perceived value in exchange for the rental rate
    • Impression of quality of life-based on amenities and features
  • Virtual Leasing – 10 objective industry questions
    • Set Appointment/Deliver Virtual Tour
    • Obtain Telephone Number
    • Positive First Impression
    • Identify Specific Needs
    • Discuss / Show Amenities
    • Sell Apartment Features & Benefits
    • Overcome Objections
    • Ask for a Deposit
    • Would the Prospect Lease
    • Effective Follow-up

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